Diamond Pendant Set

Customer arrived set on green stones and would not be moved off it. Krupa matched the requirement, applied zero making on the diamond components and backed it with IGI certification and a 100% buyback guarantee. Customer pushed hard to extend zero making to the chain as well.

Customer/

9 of 16

Converted · ₹3,10,970

SOP stages

Welcome

3 of 3

All covered.

Product knowledge

3 of 5

Missing: Purity explained, HUID / hallmark explained.

Commercials

1 of 2

Missing: Gold rate explained.

Trust & close

2 of 2

All covered.

Relationship capture

0 of 4

Missing: Google review asked, Loyalty scheme pitched, Birthday captured, Anniversary captured.

0:00 / 51:15

grid ±5s · no audio filespace · ←/→ ±5s · J/K moments

Key moments

Actions from this conversation

HighMarketing

₹3.1L converted with zero attribution

New customer, three-lakh ticket, source never asked. This is the clearest case for making source capture mandatory.

MediumMerchandising

Widen coloured-stone diamond sets

A strict green-stone requirement converted at ₹3.1L. Emerald and coloured-stone depth is thin against the ticket size it attracts.

MediumStore operations

Define the zero-making boundary

Customer pushed to extend zero making from diamonds to the chain. Write the rule down so agents negotiate from a fixed line.

MediumSales

Coach Krupa: no loyalty or review on a ₹3.1L new customer

Trust block executed well. Enrolment and review ask both missed on a first-time high-value buyer.